I'm extremely disappointed with my recent experience at Rogue Revitalize. I had been a loyal client and was used to receiving personal calls and texts confirming my appointments directly from my provider. This time, there was no call or text--just an email, which I don't check regularly. I didn't see the provider change or appointment reminder until 4am the day of.
When I reached out to cancel, I was told I'd be charged a $195 fee. Nicolette initially explained that we would have a consultation and asked if I still wanted to proceed. Before I could respond, I was charged the fee. While her initial message seemed understanding, things quickly shifted. Instead of calling me as I requested, I was given her number and told, "Sorry you feel we didn't handle this right," which felt dismissive and lacked any real accountability.
I was also told they "attempted to call and text," but I never received anything this time. I even checked with my phone provider and confirmed there were no missed calls or texts from Rogue Revitalize. When I brought this up to Nicolette, she presented a call and text history that conveniently stopped at the time I had confirmed was the last time I heard from them. Her explanation was that I didn't answer before, which was irrelevant--my previous provider and I communicated via personal text. If I had received a voicemail or text explaining the provider change, I would have responded just as I did when I eventually saw the email. Being told otherwise felt incredibly gaslighting and frustrating.
She further justified the fee by citing a loss in profit, but then admitted she canceled my appointment without my approval because another client wanted that time--meaning she did fill the spot and profit from it. Once again, rather than calling to confirm with me, she went ahead and canceled and rebooked.
This entire situation has left a bad taste in my mouth. A simple heads-up or proper communication could have avoided all of this. Clients deserve better transparency and respect. You can keep the cancellation fee--but you've lost a loyal, long-term client over a mismanaged situation that prioritized profit over professionalism. read more